The Role
The Senior Account Manager is responsible for customer satisfaction and retention, managing escalations, supporting sales, and achieving KPIs.
Summary Generated by Built In
About Culligan Quench
Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/
About Culligan
There’s nothing more fundamental to life on Earth than water. At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love. For more information visit www.culligan.com.
Values: 5Cs
Culligan as One
Customers come first
Commitment to Innovation
Courage to do what's right
Consistently deliver exceptional results
Culligan Quench is seeking a HYBRID -Senior Customer Care Account Manager
The Senior Account Manager is responsible for the satisfaction, loyalty and retention of Quench's largest customers. As such, each Sr. Customer Care Account Manager is specially trained to handle any questions or escalated concerns within their customer base and work with Quench's Leadership and Sales Partners on broad scale solutions when necessary.
Position is full time and salaried: Base salary is $50,000 annually
Essential Functions
- Support Sales Team and customer requests related to contracts, account updates, billing inquiries, and service request/issues.
- Strong analytical skills with the ability to run reports to gather information to solve complex customer issues.
- Strong communication skills and ability to work with cross functional teams.
- Ability to lead customer meetings to gather and communicate information.
- Work independently to solve customer requests or escalations.
- Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
- Support growth opportunities with sales teams to improve monthly customer revenue.
- KPI achievement. Meet/exceed all position specific key performance indicators/metrics (KPI's)
- Ability to take feedback and corrective actions from management.
- Maintain regular and reliable attendance.
Qualifications
- Proven account management experience supporting customers and sales team.
- Strong analytical skills and the ability to solve complex customer issues.
- Ability to work independently and follow procedures/policies.
- Detail oriented and with the ability to multi-task in fast moving environment with numerous customers each day.
- Strong communication skills with internal cross functional teams and external customers.
- Experience in delivering client-focused solutions based on customer needs.
- Process Compliance: Follows all documented processes & department policies to provide customer support.
- Ability to collaborate and use influence cross-functionally.
- Experience with KPI's and reporting.
- Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook). Experience with salesforce.com is a plus.
- Excellent verbal and written communications skills.
- Bachelor's Degree preferred.
Role Highlights
- Career progression opportunities
- Hybrid work model: Remote work 1-2 days a week, In office 3-4 days a week
What We Offer
- Medical, Dental, Vision which start day one
- 401(k) match of 50% up to 6%
- Life insurance
- Disability
- Unlimited Paid Time Away
- Parental leave
- Additional voluntary benefits
- Coaching and professional development
Quench offers competitive salary and benefits, and incentive awards. We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
Applicants
Beware of fake job offers falsely claiming affiliation with our company.
• We never request banking details or other personally identifiable information during interviews.
• Our recruiters will never ask prospective employees for payment to apply for a position or as a condition of employment.
• Official emails are from our domain. Our approved emails will come from @quenchwater.com.
Verify offers through our official HR channels to safeguard your privacy and security. If you have any questions or suspicions regarding the authenticity of any job posting or communication allegedly by or on behalf of Quench, please contact us immediately at [email protected].
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Proven account management experience
- Strong analytical skills
- Detail oriented with ability to multi-task
- Experience with KPI's and reporting
- Proficiency with Microsoft Office Suite
- Bachelor's Degree preferred
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The Company
What We Do
Quench is the brand that helps our growing and forward-thinking customers keep their employees, customers, and guests happy, healthy, and hydrated. We offer water-as-a-service solutions by providing pure drinking water through a broad array of bottle-free machines. Our point-of-use machines offer users countless consumption choices, including mineral-infused quenchWATER+, chewable ice, sparkling water, flavored water, and even coffee. Customers choose Quench because Quench has the depth of options, national reach, and consistently high level of service to deliver pure, delicious water to tens of thousands of small businesses and to over half of the Fortune 500 organizations across the continent. Headquartered outside Philadelphia, PA, Quench is a subsidiary of Culligan.
